Complete FREE Information Systems Toolkit contains these 30 files.
Ready for you to use:
1.File: 04 Service Management Process Definitions and Interfaces.doc – Summary: Risks associated with requests for change: to assess and manage the impact on service continuity and availability
2.File: 02 Service Desk Skills.doc – Summary: For instance, a Service Desk Analyst on a Skilled or Expert Service Desk (Level 3 Apply) may also be applying the skill sets on the same responsibility level for IT operations, problem management, configuration management, and service level management in varying degrees.
3.File: 07 IT Risk assessment scoresheet.doc – Summary: Low: e.g. system/application processes data that comprises less than 20% of the Bank’s assets, liabilities, income and/or expense.
4.File: CRAMM.doc – Summary: The CRAMM software uses the measures of risk determined during the previous stage and compares them against the security level (a threshold level associated with each countermeasure) in order to identify if the risks are sufficiently great to justify the installation of a particular countermeasure.
5.File: 02a EXAMPLE – AITP Model Electronic Mail (Email) Policy.doc – Summary: Offensive content includes but is not limited to obscene or harassing language or images, racial, ethnic, and sexual or gender-specific comments or images or other comments or images that would offend someone on the basis of their religious or political beliefs, sexual orientation, national origin or age.
6.File: 02b EXAMPLE – Electronic-Mail and Voice-Mail Use Guidelines.doc – Summary: Although the company does not make a practice of monitoring these systems, management reserves the right to retrieve the contents for legitimate reasons, such as to find lost messages, to comply with investigations of wrongful acts or to recover from system failure.
7.File: 02e Finance & Administration Agency Guide to Best Practice – Email & Internet Usage.doc – Summary: Employees should be aware that Internet usage and sites visited may be monitored by their employer and copies of all emails sent and received maybe recorded and stored in information systems hardware, even after the email is deleted.
8.File: 02 Building a Six Sigma Organization.doc – Summary: Committed leaders with the clarity of purpose and drive to achieve breakthroughs in performance are a vital element in all Six Sigma programs.
9.File: Starter Kit Document.doc – Summary: Firstly let us start with a common understanding of the term business process as used in this document – “a sequence of linked activities that recognizes a need (external or internal to the company), takes the necessary steps to deliver a solution, and instigates appropriate complementary action”.
10.File: The R&D Management Toolkit Description.docx – Summary: The Art of Service has designed this toolkit to introduce Release and Deployment Management main concepts, as well as provide you with the tools to successfully create a workable Release and Deployment Management culture in your organization.
11.File: STA15100 IT Strategy with ITIL.doc – Summary: Service Level Management is the process that ensures that the IT organization knows what services they can deliver and organises for the IT group and the customer to agree on the levels of service that need to be delivered.
12.File: Project Draft.doc – Summary: The purpose of this project is to implement IT Service Management processes and a supporting software tool to help enable IT&T align IT Services to the needs of the business in such a way that Ingeus can continue to meet the Key Priorities and Critical Success Factors as outlined in the Strategic Plan for 2004 – 2007.
13.File: 01-45.doc – Summary: It translates the \”need\” in the Mission Need Statement into initial toplevel requirements addressing such concerns as performance, supportability, physical and functional integration, human integration, security, test and evaluation, implementation and transition, quality assurance, configuration management, and in-service management.
14.File: Ken_Dixon.doc – Summary: Throughout 2003 and the early part of 2004 Ken has been working with Gen-i Limited on Process Improvement and best practice ITIL service management with two of Gen-i’s customers, Air New Zealand and the Department of Corrections, and internally within the Gen-i Service Division.
15.File: SMSApplicationDeployment.doc – Summary: The New Application Installation offering provides know-how defined in the architecture, deployment, testing, and operations guides to effectively deploy new software in an enterprise, with the assurance that every user meets the requirements to achieve productivity using applications that are standardized across Windows clients.
16.File: Starter Kit Document.doc – Summary: Firstly let us start with a common understanding of the term business process as used in this document – “a sequence of linked activities that recognises a need (external or internal to the company), takes the necessary steps to deliver a solution, and instigates appropriate complementary action”.
17.File: ITIL IT Service Management Beginners Guide v7.2.doc – Summary: The Business Service Catalogue: ensures that all areas of the business can view an accurate, consistent picture of the IT services in use, how they are intended to be used, the business processes they enable, and the levels and quality of the service the customer can expect for each service.
18.File: ITIL IT Service Management Beginners Guide v7.2.txt – Summary: In a similar way IT Operations Management can be defined as the function responsible for the ongoing management and maintenance of an organization’s IT Infrastructure to ensure delivery of the agreed level of IT service to the Business.
19.File: TAOS PRINCE2 Fact Sheet.doc – Summary: It is derived from the earlier PRINCE technique, which was initially developed in 1989 by the Central Computer and Telecommunications Agency (CCTA) as a UK Government standard for information systems project management; however, it soon became regularly applied outside the purely IT environment.
20.File: c. Beginners Guide v6.0.doc – Summary: Service Level Management is the process that ensures that the IT organisation knows what services they can deliver and organises for the IT group and the customer to agree on the levels of service that need to be delivered.
21.File: c. Beginners Guide v6.0.txt – Summary: It not only handles Incidents, Problems and questions, but also provides an interface for other activities such as customer Change requests, maintenance contracts, software licenses, Service Level Management, Configuration Management, Availability Management, Financial Management for IT Services, and IT Service Continuity Management.
22.File: c. ITIL IT Service Management Beginners Guide v7.1.doc – Summary: This ensures that all areas of the business can view an accurate, consistent picture of the IT services in use, how they are intended to be used, the business processes they enable, and the levels and quality of the service the customer can expect for each service.
23.File: Outsourcing Transition Plan.doc – Summary: To continue the example, the provider might offer 10 percent less in salary, a more suitable benefits package that costs the provider 10 percent less, and a \”pay for performance\” bonus of 20—40 percent (some of which should be guaranteed the first year, to keep the employees’ existing base compensation whole).
24.File: Service Delivery Model Options.doc – Summary: This approach utilizes the resources of an external organization or organizations in a formal arrangement to provide a well-defined portion of a service’s design, development, maintenance, operations and/or support.
25.File: COBIT Presentation.ppt – Summary: ISACA is an international professional, technical and education organisation dedicated to being a recognised global leader in IT governance, security, control and assurance.
26.File: ITSCM3300 Vital Records Template.doc – Summary: The first part of the plan is a description of records that are vital to continued operation or for the protection of legal and financial rights of the organisation.
27.File: Roles and Responsibilities of Product Manager.doc – Summary: When solutions are not found in the Catalogue or Pipeline, Product Managers and BRMs work together on making a business case for new service development (NSD).
28.File: Metrics and Reports.doc – Summary: The reports should be reviewed to give structure and logic to how the metrics are presented – this may well lead to changes in what is reported and will lead to changes in what is reported and will lead to more benefits.
29.File: Process Summary – Information Security Management.doc – Summary: Arrangements that involve external organizations having access to information systems and services shall be based on a formal agreement that defines all necessary security requirements.
30.File: Process Summary – Release Management.doc – Summary: In order to assess the impact on the business, operations and support staff resources, the number of incidents related to the release in the period immediately following a roll out should be measured and analysed.